Note: Here the training manager is assumed to be from
the administrative department within the NBA, as nowhere in the
question "basketball player" is mentioned. Rather the words like
"new and upcoming employees" strengthen the image of employees that
are not "basket players" but are employed by NBA for other
work.
Q1) If you were a training manager for the NBA, how would you
train your new and upcoming executive employees to prepare them for
their new job? What objectives, topics, procedures, and lessons
would speak upon.
A1)
As a training manager, I will include the following training
interventions for the new and upcoming executive employees:
a. Training 1
- Orientation & On-Boarding
Training- To provide an Overview of the NBA as an
organization
- Objective- This
ensures that the employees do not violate things considered
important by the company while performing their department related
responsibilities. For example, a new executive is responsible for
ensuring that the NBA arena is clean and garbage free. This
employee on seeing a customer littering an empty packet gets into
an argument with the customer. If the employee was trained on the
"company values" and "code of conduct" of respecting customers and
never engaging with them in argument and involve the supervisor in
case of the rude or misbehaving customer then this situation could
have been avoided.
- Topics- Vision,
Mission, Values, Code of Conduct
- Procedures-
Classroom training with new employees from different departments
can be done, as this is company-level training.
- Lessons- Conduct
with fellow employees, customers, suppliers. What are the company
values that each employee must abide by?
b. Training 2
- Technical Training- Department-specific
responsibilities to be met by each new employee.
- Objective- This training will help the
employees understand in detail which tasks they are supposed to
perform and in what manner. This will start from the first day of
an employee in the company and can be structured for the whole
year. Key Result Areas (KRA) will be shared with employees so that
they can focus on these areas to perform their tasks in an
effective and efficient manner. Also, new employees will be
evaluated on these KRA's to ensure the employees put maximum effort
to learn what is taught to them.
- Topics- Standard Operating Procedures related
to coordination with other departments, coordination with peers,
escalation matrix, tasks allotted, task importance, task completion
in an effective and efficient manner, etc.
- Procedures- Standard Operating Procedures for
different processes can be explained to individual employees as per
allotted task responsibilities.
- Lessons- Follow the Standard Operating
Procedures while completing the tasks assigned.
c. Training 3
- Other Mandatory Training- Softskills
enhancement training for new employees.
- Objective- NBA belongs to the service industry
where the spectators come to the NBA locations for watching the
game. All employees must be trained in basic hygiene in terms of
dealing with spectators. Such dealings with spectators could be
high, medium, low or negligible but still, as a practice, all
employees must undergo this training.
- Topics- Communication Skills, Emotional
Intelligence Skills, Conflict Management Skills, etc.
- Procedures- Classroom training with customized
content for different employees with different levels of expected
dealings with spectators.
- Lessons- How to enhance the experience of
customers (spectators)? How to manage difficult situations in an
effective manner.
Q2. What benefits do you believe your team and the NBA would
gain?
A2)
The following can be the benefits:
a. Employees will be aware of what
they are supposed to do and on what parameters they will be
assessed?
b. Employees will not break the code
of conduct and will respect the "Values" of the NBA.
c. Lower risks of employees
misbehaving or getting into arguments with customers
(spectators).
d. Employees will use "Standard
Operating Procedures" to help fellow employees to fill any
gaps.